Team Leader (BPO)

Summary:

The position is responsible for managing a group of 11 up to 20 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps.

Essential Duties & Responsibilities include the following: (Other duties may be assigned by the Department Head and / or its representatives)

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)

• Reviews agent performance results daily to ensure all goals are met or exceeded

• Analyzes and trends agent KPI/Sales performance

• Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback

• Monitors and assesses employee calls to drive performance improvement plans

• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations

• Be hands-on and demonstrates a desire to help Account Associates by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance

• Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)

• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals

• Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel

• Attends assigned Leadership Calibrations

• Assists and tracks agent password resets

• Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)

• Administers HR and Department policies as instructed

• Conducts annual reviews/PACS/E-valuation

• Presents his/her team’s performance in a business review format either weekly or monthly

• Supports and enforces:

• Code of Conduct

• Compliance Requirements and Procedures

• Dress Code

• English Only Policy

• Attitude/Behavior o Integrity

• Call Handling

• Drives teamwork and team performance

• Creates, implements, and supports call center initiatives

Experience:

• Held a Team Leader/Supervisory position for at least 1 year in a BPO company